Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:

1. Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A) The responsibility for the approach to monitoring and event management is clearly defined
B) Trends are analysed and used to predict the event occurrence
C) The key users of the monitoring data and their requirements are identified
D) The monitoring data is available when needed and meets the user requirements

2. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to report the practice performance
B) The system will help to manage user query records
C) The system will help to integrate service desk into value streams
D) The system will help to collect user feedback

3. Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A) 1 and 4
B) 3 and 4
C) 2 and 3
D) 1 and 2

4. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Support of end-to-end value streams
B) Work hours planning and reporting
C) Available and convenient self-service
D) Support of service request models

5. Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A) Time between incident detection and acceptance for diagnosis
B) Percentage of incidents resolved before being reported by users
C) User satisfaction with incident handling and resolution
D) Percentage of incidents detected via monitoring and event management

Solutions: